Patient Communication Scoring GuideCRITERIA NON-PERFORMANC.docx

Patient Communication Scoring Guide
CRITERIA NON-PERFORMANCE BASIC PROFICIENT
DISTINGUISHED
Describe the
types of
communication
that occur
between nurses
and
clients/patients.
Does not
describe the
types of
communication
that occur
between nurses
and
clients/patients.
Identifies the
types of
communication
that occur
between nurses
and
clients/patients.
Describes the
types of

communication
that occur
between nurses
and
clients/patients.
Describes the types
of communication
that occur between
nurses and
clients/patients,
including verbal and
nonverbal, paper,
and forms of
e-communication.
Explain the
factors that
influence the
communication
experience
between nurses
and
clients/patients.
Does not explain
the factors that
influence the
communication
experience
between nurses
and
clients/patients.
Identifies the
factors that

influence the
communication
experience
between nurses
and
clients/patients.
Explains the
factors that
influence the
communication
experience
between nurses
and
clients/patients.
Explains the factors
that influence the
communication
experience between
nurses and
clients/patients for
both nurses and
clients/patients and
considers a broad
range of factors,
including age,
gender, and culture.
Explain how the
client/patient
communication
experience can
impact health
care outcomes.

Does not explain
how the
client/patient
communication
experience can
impact health
care outcomes.
Explains how the
client/patient
communication
experience can
impact health care
outcomes, but the
explanation is
missing key
elements.
Explains how the
client/patient
communication
experience can
impact health
care outcomes.
Explains how the
client/patient
communication
experience can
impact health care
outcomes and
illustrates with real-
world examples.
Recommend
evidence-based

strategies to
improve nurse-
client/patient
communication.
Does not
recommend
evidence-based
strategies to
improve nurse-
client/patient
communication.
Recommends
strategies to
improve nurse-
client/patient
communication
but does provide
supporting
evidence.
Recommends
evidence-based
strategies to
improve nurse-
client/patient
communication.
Recommends
evidence-based
strategies to improve
nurse-client/patient
communication and
suggests
benchmarks to

determine if the
strategies are
effective.
Explain how
nurse-
client/patient
communication
strategies
Does not explain
how nurse-
client/patient
communication
strategies
Explains how
nurse-
client/patient
communication
strategies
Explains how
nurse-
client/patient
communication
strategies
Explains how nurse-
client/patient
communication
strategies consider
individual

DISTINGUISHED
consider
individual
demographics.
consider
individual
demographics.
consider individual
demographics but
omits some key
areas of
demographics,
such as
spirituality, sexual
orientation, et
cetera.
consider
individual
demographics.
demographics
connecting the
strategies to a broad
range of
demographics
including spirituality,
sexual orientation,
culture, gender, age,
et cetera.
Write content

clearly and
logically with
correct use of
grammar,
punctuation, and
mechanics.
Does not write
content clearly,
logically, or with
correct use of
grammar,
punctuation, and
mechanics.
Writes with errors
in clarity, logic,
grammar,
punctuation, or
mechanics.
Writes content
clearly and
logically with
correct use of
grammar,
punctuation, and
mechanics.
Writes clearly and
logically with correct
use of spelling,
grammar,
punctuation, and
mechanics; uses
relevant evidence to

support a central
idea.
Correctly format
citations and
references using
current APA
style.
Does not
correctly format
citations and
references using
current APA
style.
Uses current APA
style to format
citations and
references but
with numerous
errors.
Correctly formats
citations and
references using
current APA
style with few
errors.
Correctly formats
citations and
references with no
errors.

Overview
Prepare a 3–4-page report on nurse-patient communication in
which you address types of communication, factors that
influence the communication experience, and how the patient
experience affects health outcomes. Recommend evidence-based
strategies to improve nurse-patient communication and explain
how the strategies consider patient demographics.
Nursing professionals do not only communicate with others
within their organizations—often, they are also the first point of
contact with patients. Thus, nursing professionals need superior
communication skills to explain procedures and medication
instructions, as well as to listen to what patients need to say.
By successfully completing this assessment, you will
demonstrate your proficiency in the following course
competencies and assessment criteria:
Competency 2: Describe the concepts, processes, and tools
required to conduct comprehensive health assessments for
individuals, families, communities, and populations.
Recommend evidence-based strategies to improve nurse-
client/patient communication.
Explain how nurse-client/patient communication strategies
consider individual demographics.
Competency 3: Explain the internal and external factors that can
affect the health of individuals, families, communities, and
populations.
Describe the types of communication that occur between nurses
and clients/patients.
Explain the factors that influence the communication experience
between nurses and clients/patients.
Explain how the client/patient communication experience can
impact health care outcomes.
Competency 4: Communicate in a manner that is scholarly,
professional, and consistent with the expectations of a nursing
professional.
Write content clearly and logically with correct use of grammar,
punctuation, and mechanics.

Correctly format citations and references using current APA
style.
Context
Clark and Paraska (2014) suggest that understanding how
people communicate is the first step in learning how to teach
patients more effective methods of listening, self-awareness,
and self-expression—and also in identifying barriers in
communication. The process of communication can be difficult,
as we can interpret meaning based on a variety of hidden
messages—some conscious and intentional—some not.
Reference
Clark, C. C., & Paraska, K. K. (2014). Health promotion for
nurses: A practical guide. Burlington, MA: Jones & Bartlett.
Questions to Consider
To deepen your understanding, you are encouraged to consider
the questions below and discuss them with a fellow learner, a
work associate, an interested friend, or a member of your
professional community.
How well do you communicate with other professionals with
whom you work?
How well do you listen when other professionals speak to you?
Library Resources
The following e-books or articles from the Capella University
Library are linked directly in this course:
Dean, E. (2012). A patient approach. Nursing Standard, 27(10),
16–18.
Eggenberger, T., Garrison, H., Hilton, N., & Giovengo, K.
(2013). Discharge phone calls: Using person-centred
communication to improve outcomes. Journal of Nursing
Management, 21(5), 733–739.
Easton, P., Entwistle, V. A., & Williams, B. (2013). How the
stigma of low literacy can impair patient-professional spoken
interactions and affect health: Insights from a qualitative
investigation. BMC Health Services Research, 13(1), 1–12.

Nørgaard, B., Kofoed, P., Ohm Kyvik, K., & Ammentorp, J.
(2012). Communication skills training for health care
professionals improves the adult orthopaedic patient's
experience of quality of care. Scandinavian Journal of Caring
Sciences, 26(4), 698–704.
Warnock, C. (2014). Breaking bad news: Issues relating to
nursing practice. Nursing Standard, 28(45), 51–58.
Manias, E. (2010). Medication communication: A concept
analysis. Journal of Advanced Nursing, 66(4), 933–943.
Internet Resources
Access the following resources by clicking the links provided.
Please note that URLs change frequently. Permissions for the
following links have either been granted or deemed appropriate
for educational use at the time of course publication.
Nursing Professional Communication – Hostile Client |
Transcript.
Nurse and the Angry Patient | Transcript.
Nurse Patient Relationship/Communication | Transcript.
Proper Patient Care – Communication Techniques | Transcript.
Say This, Not That: Patient Experience Video | Transcript.
Assessment Instructions
Imagine that, in an effort to reduce the number of patient
complaints about nursing staff, organizational leadership has
asked your department to prepare some preliminary research on
a number of different topics. Your topic is patient
communication, such as the following:
The types of communication that take place between nurses and
patients.
The factors that can influence both positive and negative
experiences.
How the experience can impact health care outcomes.
Strategies that can improve the communication between nurses
and patients.

Preparation
Search the Capella library and the Internet for peer-reviewed
journal articles or other professional resources on the topic of
effective communication with patients. You will need at least 3
resources to support your work in this assessment.
Directions
Prepare a report on patient-nurse communication in which you
include the following:
Describe the types of communication that take place between
nurses and clients/patients. Do not forget to consider types of
communication beyond verbal and written on paper.
Explain the factors that influence positive and negative
experiences during the communication process. (Hint: Consider
the experiences of both the client/patient and the nurse. Also,
consider things such as age, gender, culture, and so on, of both
the client/patient and the nurse.)
Explain how the client/patient experience can impact health
care outcomes.
Recommend evidence-based strategies for improving
communication between client/patients and nurses.
Explain how the strategies consider different client/patient
demographics.
Format this assessment as a report that you would give to your
supervisor. It may be helpful for you to review how your
organization formats internal reports and incorporate your
findings. You are still required to adhere to APA guidelines for
in-text citations and references, as well as for formatting your
reference page.
Additional Requirements
Include a title page and a reference page.
Ensure your assessment is 3–4 pages in length.
Use double-spaced, 12-pt., Times New Roman font.
Patient Communication Scoring Guide

DISTINGUISHED
Describe the
types of
communication
that occur
between nurses
and
clients/patients.
Does not
describe the
types of
communication
that occur
between nurses
and
clients/patients.
Identifies the
types of
communication
that occur
between nurses
and
clients/patients.
Describes the
types of
communication
that occur
between nurses
and
clients/patients.

Describes the types
of communication
that occur between
nurses and
clients/patients,
including verbal and
nonverbal, paper,
and forms of
e-communication.
Explain the
factors that
influence the
communication
experience
between nurses
and
clients/patients.
Does not explain
the factors that
influence the
communication
experience
between nurses
and
clients/patients.
Identifies the
factors that
influence the
communication
experience
between nurses
and

clients/patients.
Explains the
factors that
influence the
communication
experience
between nurses
and
clients/patients.
Explains the factors
that influence the
communication
experience between
nurses and
clients/patients for
both nurses and
clients/patients and
considers a broad
range of factors,
including age,
gender, and culture.
Explain how the
client/patient
communication
experience can
impact health
care outcomes.
Does not explain
how the
client/patient
communication
experience can

impact health
care outcomes.
Explains how the
client/patient
communication
experience can
impact health care
outcomes, but the
explanation is
missing key
elements.
Explains how the
client/patient
communication
experience can
impact health
care outcomes.
Explains how the
client/patient
communication
experience can
impact health care
outcomes and
illustrates with real-
world examples.
Recommend
evidence-based
strategies to
improve nurse-
client/patient
communication.

Does not
recommend
evidence-based
strategies to
improve nurse-
client/patient
communication.
Recommends
strategies to
improve nurse-
client/patient
communication
but does provide
supporting
evidence.
Recommends
evidence-based
strategies to
improve nurse-
client/patient
communication.
Recommends
evidence-based
strategies to improve
nurse-client/patient
communication and
suggests
benchmarks to
determine if the
strategies are
effective.
Explain how

nurse-
client/patient
communication
strategies
Does not explain
how nurse-
client/patient
communication
strategies
Explains how
nurse-
client/patient
communication
strategies
Explains how
nurse-
client/patient
communication
strategies
Explains how nurse-
client/patient
communication
strategies consider
individual
DISTINGUISHED
consider
individual

demographics.
consider
individual
demographics.
consider individual
demographics but
omits some key
areas of
demographics,
such as
spirituality, sexual
orientation, et
cetera.
consider
individual
demographics.
demographics
connecting the
strategies to a broad
range of
demographics
including spirituality,
sexual orientation,
culture, gender, age,
et cetera.
Write content
clearly and
logically with
correct use of
grammar,
punctuation, and

mechanics.
Does not write
content clearly,
logically, or with
correct use of
grammar,
punctuation, and
mechanics.
Writes with errors
in clarity, logic,
grammar,
punctuation, or
mechanics.
Writes content
clearly and
logically with
correct use of
grammar,
punctuation, and
mechanics.
Writes clearly and
logically with correct
use of spelling,
grammar,
punctuation, and
mechanics; uses
relevant evidence to
support a central
idea.
Correctly format
citations and

references using
current APA
style.
Does not
correctly format
citations and
references using
current APA
style.
Uses current APA
style to format
citations and
references but
with numerous
errors.
Correctly formats
citations and
references using
current APA
style with few
errors.
Correctly formats
citations and
references with no
errors.
Overview
Prepare a 3–4-page report on nurse-patient communication in
which you address types of communication, factors that
influence the communication experience, and how the patient
experience affects health outcomes. Recommend evidence-based

strategies to improve nurse-patient communication and explain
how the strategies consider patient demographics.
Nursing professionals do not only communicate with others
within their organizations—often, they are also the first point of
contact with patients. Thus, nursing professionals need superior
communication skills to explain procedures and medication
instructions, as well as to listen to what patients need to say.
By successfully completing this assessment, you will
demonstrate your proficiency in the following course
competencies and assessment criteria:
Competency 2: Describe the concepts, processes, and tools
required to conduct comprehensive health assessments for
individuals, families, communities, and populations.
Recommend evidence-based strategies to improve nurse-
client/patient communication.
Explain how nurse-client/patient communication strategies
consider individual demographics.
Competency 3: Explain the internal and external factors that can
affect the health of individuals, families, communities, and
populations.
Describe the types of communication that occur between nurses
and clients/patients.
Explain the factors that influence the communication experience
between nurses and clients/patients.
Explain how the client/patient communication experience can
impact health care outcomes.
Competency 4: Communicate in a manner that is scholarly,
professional, and consistent with the expectations of a nursing
professional.
Write content clearly and logically with correct use of grammar,
punctuation, and mechanics.
Correctly format citations and references using current APA
style.
Context
Clark and Paraska (2014) suggest that understanding how
people communicate is the first step in learning how to teach

patients more effective methods of listening, self-awareness,
and self-expression—and also in identifying barriers in
communication. The process of communication can be difficult,
as we can interpret meaning based on a variety of hidden
messages—some conscious and intentional—some not.
Reference
Clark, C. C., & Paraska, K. K. (2014). Health promotion for
nurses: A practical guide. Burlington, MA: Jones & Bartlett.
Questions to Consider
To deepen your understanding, you are encouraged to consider
the questions below and discuss them with a fellow learner, a
work associate, an interested friend, or a member of your
professional community.
How well do you communicate with other professionals with
whom you work?
How well do you listen when other professionals speak to you?
Library Resources
The following e-books or articles from the Capella University
Library are linked directly in this course:
Dean, E. (2012). A patient approach. Nursing Standard, 27(10),
16–18.
Eggenberger, T., Garrison, H., Hilton, N., & Giovengo, K.
(2013). Discharge phone calls: Using person-centred
communication to improve outcomes. Journal of Nursing
Management, 21(5), 733–739.
Easton, P., Entwistle, V. A., & Williams, B. (2013). How the
stigma of low literacy can impair patient-professional spoken
interactions and affect health: Insights from a qualitative
investigation. BMC Health Services Research, 13(1), 1–12.
Nørgaard, B., Kofoed, P., Ohm Kyvik, K., & Ammentorp, J.
(2012). Communication skills training for health care
professionals improves the adult orthopaedic patient's
experience of quality of care. Scandinavian Journal of Caring
Sciences, 26(4), 698–704.

Warnock, C. (2014). Breaking bad news: Issues relating to
nursing practice. Nursing Standard, 28(45), 51–58.
Manias, E. (2010). Medication communication: A concept
analysis. Journal of Advanced Nursing, 66(4), 933–943.
Internet Resources
Access the following resources by clicking the links provided.
Please note that URLs change frequently. Permissions for the
following links have either been granted or deemed appropriate
for educational use at the time of course publication.
Nursing Professional Communication – Hostile Client |
Transcript.
Nurse and the Angry Patient | Transcript.
Nurse Patient Relationship/Communication | Transcript.
Proper Patient Care – Communication Techniques | Transcript.
Say This, Not That: Patient Experience Video | Transcript.
Assessment Instructions
Imagine that, in an effort to reduce the number of patient
complaints about nursing staff, organizational leadership has
asked your department to prepare some preliminary research on
a number of different topics. Your topic is patient
communication, such as the following:
The types of communication that take place between nurses and
patients.
The factors that can influence both positive and negative
experiences.
How the experience can impact health care outcomes.
Strategies that can improve the communication between nurses
and patients.
Preparation
Search the Capella library and the Internet for peer-reviewed
journal articles or other professional resources on the topic of
effective communication with patients. You will need at least 3
resources to support your work in this assessment.

Directions
Prepare a report on patient-nurse communication in which you
include the following:
Describe the types of communication that take place between
nurses and clients/patients. Do not forget to consider types of
communication beyond verbal and written on paper.
Explain the factors that influence positive and negative
experiences during the communication process. (Hint: Consider
the experiences of both the client/patient and the nurse. Also,
consider things such as age, gender, culture, and so on, of both
the client/patient and the nurse.)
Explain how the client/patient experience can impact health
care outcomes.
Recommend evidence-based strategies for improving
communication between client/patients and nurses.
Explain how the strategies consider different client/patient
demographics.
Format this assessment as a report that you would give to your
supervisor. It may be helpful for you to review how your
organization formats internal reports and incorporate your
findings. You are still required to adhere to APA guidelines for
in-text citations and references, as well as for formatting your
reference page.
Additional Requirements
Include a title page and a reference page.
Ensure your assessment is 3–4 pages in length.
Use double-spaced, 12-pt., Times New Roman font.

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